Checking your identity

We’ll try to verify your identity electronically first. If that fails, you’ll need to complete the Confirmation of Identity form and send us documents to confirm your identity and your address.

When we cannot confirm your identity, we have to consider placing restrictions on your accounts. These can include not allowing withdrawals or new investments. It may be that you already have restrictions on your account.

We do not receive an explanation of why an electronic check has not been successful but there could be a number of possible reasons. For example:

• you may have changed address recently
• you may have changed your name
• you may not be on the electoral roll
• you may not have household bills in your name.
   

You can change your address through our online service by logging into your account and sending us a secure message with your new address. Once you’ve changed your address, send us your documents; one of which should confirm your up-to-date address.